Intelligent CXO Issue 6 - Page 38

INDUSTRY UNLOCKED
WE ’ VE ALSO UNCOVERED ACTIONABLE INSIGHTS INTO HOW WE CAN CONTINUE TO ENHANCE THE EXPERIENCE .
Sophisticated solutions for stronger in-flight support
Delta chose Emplifi ’ s Emplifi Agent and Emplifi SOS to deliver the optimal flight attendant and agent experience . Today ’ s customers expect responsiveness and immediacy from brands and companies across a range of channels and devices , so airlines need to significantly adapt to achieve this new proximity . An AI-driven chatbot is perfect for this , providing self-service experiences through web chat , SMS , social messaging , mobile apps and voice assistants . This helps with repetitive cases and frees up customer care agents for more complex cases , yet still allowing customers to connect with a human at any point in the interaction .
After a successful proof of concept , Delta ’ s flight attendants began using a custom-configured Emplifi app to resolve issues and get answers to questions in real-time . Emplifi ’ s chatbot solution was chosen to allow Delta ’ s agents to engage conversationally to find the answers they need , providing a more natural and convenient experience for flight attendants .
Should they need more help , flight attendants can also choose to video chat with Delta ’ s support agents , who log the interactions in the Emplifi Agent CRM . Delta also leverages Emplifi Agent ’ s robust reporting capabilities to gauge overall customer satisfaction and glean insights into how they can better support its flight attendants .
“ We empathised with our flight attendants during the challenging period of making the technology switch around their federally mandated customer service tool ,” said Erica Smith , Manager , IFS Technology Delivery at Delta . “ Emplifi enables us to offer more comprehensive ,
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